THE country’s largest IT and Business Process Management (IT-BPM) industry group has raised concerns over recent reports of alleged fraudulent activities by firms claiming to be legitimate call centers.

Contact Center Association of the Philippines (CCAP) officials said these incidents highlight the need for stronger vigilance among industry stakeholders to protect the reputation and integrity of the Philippine outsourcing sector.

“While the incident doesn’t really affect us directly, it helps us become more watchful as an industry association,” CCAP Chairman Mitch Locsin said during a press briefing ahead of the Contact Islands 2025 summit in Cebu City.

Locsin clarified that neither of the two firms recently linked to scams, were members of CCAP.

The association follows strict membership criteria including ownership verification and site inspections to maintain standards.

CCAP President Haidee Enriquez emphasized the role of frontline workers and the broader industry community in reporting suspicious activities and verifying company credentials.

“Safeguarding our industry doesn’t just reside with us, the officers of the industry association,” she said, adding that "the economic impact of our industry goes far beyond those directly employed.”

To prevent future cases, CCAP has expanded the use of its One Trust Link database, a tool launched three years ago to identify individuals previously involved in fraudulent schemes.

The platform is now used industry-wide under a partnership with the IT and Business Process Association of the Philippines.

Meanwhile, despite these challenges, the Contact Islands 2025 conference at Nustar Cebu continues, focusing on innovations in customer experience, artificial intelligence, and the future of Philippine contact centers.(MyTVCebu)

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• #Business Process Management
• #IT
• #Contact Center Association of the Philippines
• #CCAP
• #Haidee Enriquez